Senior Director of Client Services

Department: Customer Success

Employment Type: Permanent - Full Time

Location: Fort Lauderdale

Compensation: $150,000 - $170,000 / year

Description

We are seeking a senior operational leader to drive execution, efficiency, and cross-functional alignment across Enumerate’s client-facing operations. This role will oversee the systems, workflows, and performance rhythms that ensure consistent, high-quality outcomes across our SaaS and Payments businesses. 

This leader will work closely with the SVP of Customer Operations to design and scale core operating models that support a seamless customer journey, improve internal collaboration, and drive visibility and accountability across teams. The role is ideal for a proven operator with strong systems thinking, a metrics mindset, and the ability to translate strategy into execution. 

Key Responsibilities

Operational Leadership 

• Lead day-to-day customer-facing operations across onboarding readiness, adoption support, client engagement, and delivery tracking 
• Coordinate internal teams and tools to reduce friction and ensure alignment across the customer journey 
• Build scalable operating models that support both high-touch and tech-enabled client experiences 

Systems and Process Optimization 

• Evaluate, document, and improve core business processes tied to client operations 
• Partner across departments to ensure systems (e.g., CRM, workflow tools, billing, support platforms) are integrated and support scale 
• Identify and lead automation or tooling improvements that increase efficiency and reduce manual work 

Performance Management 

• Define and track KPIs across client experience, operational throughput, and service consistency 
• Build dashboards and reporting cadences that give real-time insight into customer operations 
• Lead structured performance reviews, issue resolution processes, and continuous improvement initiatives 

Strategic Execution and Collaboration 

• Serve as an integrator across Product, Sales, Engineering, and Finance to support shared goals 
• Translate company-level priorities into execution plans for client operations 
• Lead or contribute to cross-functional initiatives such as product launches, pricing transitions, or service model updates 

Team Leadership 

• Lead, develop, and grow a team of operations managers, analysts, and/or team leads 
• Promote a culture of accountability, process excellence, and operational problem-solving 
• Scale team structures and capabilities to match company growth 

Skills, Knowledge and Expertise

Core Competencies 

• Systems Design & Workflow Optimization 
• Operational Discipline & Task Management 
• Performance Management & KPI Fluency 
• Tech-Enabled Services & Automation Experience 
• SaaS and Payments Client Lifecycle Acumen 
• Financial and Accounting Understanding (Nice to Have) 

Qualifications 

• 10+ years of progressive leadership experience in SaaS, technology-enabled services, or client delivery. 
• Track record of managing multi-disciplinary Client Services or Professional Services teams. 
• Strong operator with a bias toward metrics, systematization, and scalable outcomes. 
• Experienced in deploying technology to scale human services—ideally in high-growth or private equity-backed environments. 
• Bonus: Background in accounting software, fintech, or payments ecosystem.